Need to know
- As we move to primarily shopping from home in the coming months, most people will need to get on board with online shopping
- We explain how to check if an online store is legitimate or not, plus how to stay safe online and when receiving your shopping at home
- Our expert shoppers share their tips for an easier, cheaper, safer online shopping experience
It's a good time to avoid the shops, but what if you suddenly find you need a new pair of trousers, new toys for the grandkids or a wireless keyboard while you're self-isolating or in quarantine? Perhaps you like to shop in your leisure time but now you can't browse the high street shops on your lunch break.
If you're feeling a little tentative about making the leap to shopping online, don't worry: we're here to help. CHOICE's shopping, consumer rights and IT experts have shared their helpful hints to make shopping in the time of COVID-19 that little bit less daunting.
Here at CHOICE, we buy all the products we test at retail price so that we have the same buying experience as everyday Australians. We test so many products that we actually have two full-time buyers onsite. That's right – you really can turn your love of shopping into a career!
Here are some hot tips from our professional shoppers for getting the best deals and making your online shopping experience as easy as possible:
- When you're shopping for groceries, save your shopping list to the site or use past orders so you know what you usually buy. This can really speed up your shopping 'trip'.
- Browsing for groceries can be very time-consuming. Use the search bar and be as precise as possible. For instance search for "2L Lite White" instead of just "milk", or "SPC baked beans 400g" instead of "beans".
- 'In stock' doesn't always mean a product is actually in stock, particularly in these uncertain times. If possible, call the retailer to confirm before placing your order, or accept that it may be cancelled or delayed due to stock issues. Read the company's terms and conditions about cancelling orders due to no stock.
- Sign up to sites you use regularly instead of checking out as a guest. This usually makes it easier to keep track of your order details.
- If you're concerned about identity theft or being bombarded by spam emails, start a dedicated shopping email account to avoid your main email account being swamped.
- Pay close attention to the product descriptions and model numbers when buying appliances so you know you're buying the right product. If you're not sure, check the manufacturer's website. Make sure it's exactly the model you want, with all the features you're after.
- The supermarkets are struggling right now with online orders due to the huge demand, but other retailers like eBay and Amazon are still selling non-perishable items.
- Some websites are very slow at the moment due to high traffic and often time out, are slow sending order confirmations or give you an error page after you click 'pay' or 'confirm'. If this happens, don't start the order all over again – it may have gone through (and then you'll end up with two orders). Check your bank account, your past transactions on the retailer's website, or just wait a while to see whether you receive an email confirmation of the order.
How to choose the best place to shop
- Buying electronics? Here are the best and worst electronics stores
- If you're shopping for groceries online, read our online grocery delivery review first
- We share the best buys and what to avoid from Kmart
Getting the best deal isn't just about the lowest price. Don't forget to factor in things like customer service, returns policies, shipping times and product availability.
Here are a few ways to get the best deals:
- Check out websites and apps like Google Shopping, GetPrice and ShopBot, which can show you historical price data and help you figure out if the deal you're looking at is the best you're likely to get or if it may reduce even further in seasonal sales.
- Try price comparison apps like Shopular, ShopSavvy, BuyVia, ScanLife and others.
- Sign up to retailers' email newsletters and follow them on social media for special offers, discounts and a heads-up on upcoming sales.
- Consider alternatives to the big-name brands – our testing often shows they can perform as well or even better than more expensive brands.
- Before you pay for your purchase, search for a discount code or coupon (e.g. "The Iconic discount code"). New codes pop up all the time and there are even websites that keep track of them.
Be wary of price gouging
Be aware that products that are in high demand right now (like toilet paper, hand sanitiser and face masks) may be being sold for inflated prices by unscrupulous sellers trying to profit off the pandemic. Here's what you need to know about coronavirus and price gouging.
Hidden fees to be aware of
When you're in a shop, the price you see on the price tag is usually the price you pay. But when you're shopping online, sometimes you can be hit by unexpected fees.
Watch out for things like:
- prices in other currencies – overseas sites can sometimes look like they're displaying prices in Australian dollars. What might seem like a good deal in AUD can become very expensive when you realise it's actually in USD
- drip pricing – small fees and charges are added during the purchase process so you may not notice until you get to the final step and realise that the final price is considerably more than the original price. Watch out for pre-ticked boxes or offers of add-ons as you're checking out
- credit card surcharges – businesses can only charge you what it costs them to process card repayments. Make sure you're not being overcharged if you're using a credit card
- international transaction fees – your credit card provider might sting you with a fee if the retailer's bank is outside Australia (even if it appears to be an Australian site). Learn more about foreign transaction fees when shopping online
- delivery fees – these can vary widely depending on your location and the retailer. Look out for special offers on free delivery or buy one big order instead of several smaller ones. You could also use Click and Collect if it's available in your area and safe to do so.
Buy now, pay later services like Afterpay and ZipPay can seem like an easy way to get your shopping sooner, rather than saving up for it, but be careful – you could find yourself in debt if you can't make the repayments. Here's our take on buy now, pay later services.
We're in this together
Throughout the coronavirus crisis, CHOICE will be here to help. We'll be working with you to stand up for consumer rights, calling out bad business practice via our investigative journalism, and providing regular expert advice and resources.
As a nonprofit organisation, we depend on your support. If you can, please consider making a donation so we can do even more in future.
It can be daunting sharing your credit card or bank account details online, but there are a few steps you can take to protect yourself and keep your details safe.
- Before you enter your credit card details, always check that the website URL starts with https:// – this means it's secure. There should also be an icon of a padlock next to the URL.
- Services like PayPal are a kind of 'middleman' between your credit card details and the retailer. Once you've signed up with PayPal, all you need to do is log into PayPal when you want to pay for your online shopping, rather than entering your credit card details into a site you may not be familiar with. PayPal also offers a certain level of protection should something go awry with your order.
- Use passwords that are difficult to guess and include numbers, symbols and a mix of upper- and lower-case letters. Change your passwords from time to time. You can even use a reputable password manager to keep your accounts extra safe.
Not sure what a password manager is? Learn more in our article about how to find the best password manager.
Avoiding scams and identity theft
There will be many scammers trying to take advantage of this surge in online ordering, and we will see a spike in the number of new sites. If a site seems dodgy, check its Google reviews and Trust Pilot rating to see how old or trustworthy a site is. If it's very new and the price seems too good to be true, it probably is.
Here are a few things to watch out for, plus some advice from CHOICE's IT experts:
- Keep an eye out for fraudulent SMS and email communications disguised as COVID-19 health warnings.
- There's been an increase in activity from fraudsters posing as banks or other financial institutions offering COVID-19 assistance.
- Be extra vigilant when opening messages (email, SMS, messenger) from suspicious sources.
- Check before you click: hover your cursor over links to see the actual web address that the link will send you to.
- Never enter your username or password from links within messages you receive – visit the secure public website of the business or institution directly instead.
- If a message seems suspicious, contact the person or business directly to confirm – but don't use the contact details supplied in the message. For instance, if you receive a message from your bank that looks a bit fishy, phone your bank on the customer service number you usually use to ask if the message is legitimate.
How to safely receive packages delivered to your home
According to the World Health Organization, the risk of catching COVID-19 from a package is low. But it doesn't hurt to be careful.
Ask the postie or delivery person to leave the parcel at the door if possible, and if you need to sign for something, wash your hands immediately afterwards.
If you're particularly concerned about COVID-19 transmission, you can open parcels with gloves and then dispose of both the gloves and the packaging. Or if the parcel is wrapped in plastic, you could disinfect it before you open it.
Here are more tips on cleaning in the time of coronavirus.
In Australia, you're protected under the Australian Consumer Law (ACL), whether you've bought a product in a bricks-and-mortar store or an online store.
Companies in other countries that sell into Australia need to adhere to the ACL (but you may find it difficult to get a satisfactory resolution if you have problems with a faulty product purchased from an international seller). Learn more about products you should think twice about buying from overseas.
Having problems? Our consumer rights and advice page has all the information you need.